Download ACD SMR User's Guide

ACD SMR User's Guide
Table of Contents
ACD SMR User's Guide
Table of Contents
Table of Contents
Overview of ACD SMR............................................................................................................... 3
Setup and Configuration ........................................................................................................... 4
MySQL Server....................................................................................................................... 4
Installing MySQL Server ...................................................................................................... 4
Configuring MySQL Server ................................................................................................... 5
ACD Service ............................................................................................................................ 9
Installing ACD Service............................................................................................................ 9
Configuring ACD Service ........................................................................................................ 9
ACD SMR Client ..................................................................................................................... 11
Installing the ACD SMR Client ................................................................................................11
Configuring the ACD SMR Client .............................................................................................11
ACD SMR Client User Interface................................................................................................. 13
Main menu ..........................................................................................................................13
Toolbar Buttons ...................................................................................................................15
Navigation Window ...............................................................................................................15
Tab Windows .......................................................................................................................15
Current Status ..................................................................................................................15
Status Statistics page.........................................................................................................17
Call Statistics ....................................................................................................................18
ACD SMR User's Guide
Overview of the ACD SMR
Overview of ACD SMR
The SMR system is a monitoring tool used along with the Quadro Automatic Call Distribution (ACD) feature to monitor
the current statuses of the Agents on one or many QuadroM32x. The status values are stored in the database and are
used for generating the statistical reports for Agents and Agent Groups.
The SMR system includes the following components (Figure 1).
•
The Database is a MySQL database used for storing the status data.
•
The ACD service is a “Windows service” application that continuously monitors Quadro units, retrieves the
status and statistics data, and stores them into the MySQL database. The default TCP port of the ACD Service
is 4660.
•
The SMR client application is a Windows application that retrieves data from the database for display. The
default TCP port for communication with the database server is 3306. One or more SMR clients can connect to
the database.
•
Quadros are QuadroM32x units with the properly configured ACD feature.
Figure 1 SMR components
All components may be installed and run on the same PC. Alternatively, any or all of them can be installed on a
separate PC. The installation of each component is described below.
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Setup and Configuration
Setup and Configuration
MySQL Server
MySQL server is used for storing the status and statistical data obtained from Quadros. The following are the
requirements on MySQL server:
•
MySQL server version 5.0.45 or higher.
•
Basic configuration with the default port of 3306 for TCP connection.
•
A database user that is privileged to execute Create, Insert, Update, Select, Drop, and Delete commands. If
the “root” user is to be used, ensure that the remote access for the root is enabled in MySQL configuration.
Installing MySQL Server
The following step-by-step instructions describe how to install the MySQL Server:
Please Note: The instructions below are not meant to be used as a comprehensive guide for the MySQL server. They
describe the minimum installation required for the operation of SMR. For more information on the MySQL server setup,
please refer to MySQL documentation.
1. Run the setup.exe for MySQL server. The Setup
Wizard will start. Click Next.
Figure 2 Startup Page.
2. Choose Typical when prompted for the setup type.
Click Next, then Install. The installation process
starts.
Figure 3 Choosing the Setup Type.
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3. Once the installation is completed, the page similar
to the one shown in Figure 4 is displayed. Click the
Next button twice.
Figure 4 MySQL Setup Wizard - After Installation.
4. On the next page of the wizard, select the
Configure the MySQL Server now checkbox to
start the Configuration Wizard after the Setup
Wizard. Click the Finish button.
Note: If you skip the configuration, you can later
launch the wizard by selecting MySQLÆMySQL
Server 5.0ÆMySQL Server Instance Configuration
Wizard from the Start menu.
Figure 5 Last Page of the Setup Wizard
Configuring MySQL Server
The following step-by-step instructions describe how to configure the MySQL Server:
1. On the startup page of the Configuration Wizard,
click Next.
Figure 6 Startup Page.
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2. Choose Detailed Configuration when prompted
for the configuration type. Click Next.
Figure 7 Choosing the Configuration Type.
3. Choose Developer Machine when prompted for
the server type. Click Next.
Figure 8 Choosing the Server Type
4. Choose
Multifunctional
Database
when
prompted for the database usage type. Click Next.
Figure 9 Choosing the Database Usage
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5. Choose the drive and installation path for table
space. Click Next.
Figure 10 Choosing the Drive and Installation Path
6. Choose Decision Support (DSS) / OLAP when
prompted for the number of concurrent
connections to the server. Click Next.
Figure 11 Choosing the Number of Concurrent Users
7. Ensure that both Enable TCP/IP Networking and
Enable Strict Mode checkboxes are selected.
Leave the Port Number setting to its default
values (3306). Click Next.
Figure 12 Choosing the Network Options
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8. Choose the Standard Character Set option when
prompted for the default character set. Click Next.
Figure 13 Choosing the Default Character Set
9. Ensure that both the Install As Windows Service
and Launch the MySQL Server automatically
checkboxes are selected and the Service Name is
set to MySQL. Click Next.
Figure 14 Choosing the Windows Options
10. On this page of the wizard, enter the password for
the “root” user.
Please Note: Write down the specified password
on a piece of paper and have it handy when
configuring the ACD service and the SMR client
applications.
11. Select the Enable root access from remote
machines if the ACD service is to be installed on
a separate machine.
12. Click Next, then Execute. Once the specified
configuration is created, click Finish. The MySQL
server is now ready for use.
Figure 15 Specifying the Password
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Setup and Configuration
ACD Service
The ACD service retrieves the status and statistics data from the Quadro and stores them into the MySQL database.
The successful configuration of the service, should allow it to connect to the database and Quadro units.
Installing ACD Service
To
install
the
ACD
Service,
run
the
acdservicesetup.exe executable file and follow the
instructions of the ACD Service Setup Wizard until the
last page is reached.
On this page, ensure that the Configure ACD Service
checkbox is selected and click the Finish button.
Selecting the checkbox will launch the ACD Service
Manager, which is used for configuring the ACD
service. The Manager can later be launched by
selecting Epygi TechnologiesÆACD ServiceÆACD
Service Manager from the Start menu.
Click the Finish button to launch the ACD Service
Manager.
Figure 16 Completing the Setup Wizard
Configuring ACD Service
Once
the
ACD
Service
Manager
(Epygi
TechnologiesÆACD
ServiceÆACD
Service
Manager) is run, it opens the dialog box shown is
Figure 17.
Figure 17 The ACD Service Manager
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Setup and Configuration
To configure the service, click the Add button and specify the following
settings:
•
Quadro IP and port: The IP address of the Quadro whose
Agents should be monitored and the communication port. You
may leave the default value of 4660.
•
Server: The IP address or hostname of the MySQL server. If
the ACD service is running on the same PC as the MySQL
server, leave the Server setting to localhost.
•
User and Password: The “root” user on the MySQL server with
appropriate privileges and the password specified in step 10 of
the section on Configuring MySQL Server.
The Reset DB button on this dialog box removes all entries for the
select Quadro from the database.
Once the required settings are entered, click OK. The specified Quadro
will appear in the Configurations box (Figure 19).
Repeat this step for all Quadro units that should be monitored.
Figure 18 Specifying the Connection Settings
To edit the settings of the added Quadro, select the
Quadro in the Configurations box and click the Edit
button.
To remove the Quadro and thus stop monitoring it,
select the Quadro in the Configurations box and click
Remove.
Figure 19 The Configurations Box
Once you completed specifying the list of Quadros, click
the Apply button. The message informing that the ACD
service restarted will pop up. Click OK.
If the ACD service successfully connects both to a
Quadro and the MySQL server, it will show two linked
triangles filled with green at the end of the entry line. The
left triangle shows the connection state with the Quadro,
and the right triangle indicates the connection with
MySQL. In case of a connection failure, the triangles will
be filled with red. Please check your network settings
and ensure you have specified the correct connection
settings. Figure 20 Restarting the Service
Please Note: If ACD service is running on a PC outside the Quadro LAN, then an appropriate port forwarding
configuration is required on the Quadro. This can be done by selecting Internet Uplink ÆFiltering Rules Æ Incoming
Traffic/Port Forwarding on the Quadro and adding a record for MySQL service pool. For more information on the
adding a service pool, please refer to Quadro’s Online help.
To close the ACD Service application, click the Exit button. Note that the service continues running. You may also
choose to “Hide” the application, in which case it will be minimized to system tray and will indicate the connection state
with the MySQL server and the highlighted Quadro.
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Setup and Configuration
ACD SMR Client
The ACD SMR client is used to retrieve the data from the database and display it to the user.
Installing the ACD SMR Client
To install the ACD SMR Client application, run the acdsmrsetup.exe executable file and follow the instructions of the
Setup Wizard until the last page is reached (Figure 21).
On this page, ensure that the Run SMR checkbox is
selected and click the Finish button. Selecting the
checkbox will launch the SMR client application. The
application can later be launched by selecting Epygi
TechnologiesÆSMRÆSMR from the Start menu, which
is the default installation path.
Figure 21 The Last Page of the Setup Wizard
Configuring the ACD SMR Client
On launching the ACD SMR Client application the Connect to MySQL Server (Figure 23) dialog box pops up. The
dialog box is used for creating new connections and managing the existing ones.
To create a new connection, follow the steps below:
1. Click the New button, specify a name for the connection and click Yes
(Figure 22). The connection will appear in the Saved Connections
drop-down list.
Figure 22 Creating new connections
2. In the Host Address text box, enter the IP
address or host name of the PC where the
MySQL server is running.
3. In the UserName and Password text boxes
enter the user settings specified in step 10 of
the section on Configuring MySQL Server.
4. Click the Connect button. You’ll be prompted to
save the connection settings. Click Save.
Figure 23 Connect to MySQL Server Dialog Box
On clicking the Connect button, the application tries to connect to the MySQL database server. If connected
successfully, SMR will download the list of Quadro units that are currently monitored (Figure 24).
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5. From this list, choose the Quadro and click the OK button.
The SMR client will start downloading the initial status and statistics information
for the selected Quadro from the database and populate its tables with that data
(see below). Depending on the network condition and database load, this may
take several minutes.
Figure 24 Selecting Quadro
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ACD SMR User Interface
ACD SMR Client User Interface
After all the components of the ACD SMR system have been successfully installed and configured, launch SMR by
selecting Epygi TechnologiesÆSMRÆSMR from the Start menu (or if you have chosen to create a desktop icon in the
SMR Setup wizard, simply double click on the SMR icon). This opens SMR’s main window (Figure 25).
Figure 25 The Main Window of ACD SMR
The main window of SMR client application is divided into the following areas:
The Main Menu is used for accomplishing common tasks, such as opening/closing a
• Main menu
connection with the MySQL database, selecting the timeframe for displaying statistical
data.
•
Toolbar buttons
The toolbar buttons are shortcuts to the most frequently used menu items.
•
Navigation window
This window displays the navigation tree and allows the user to change the table views.
•
Tab windows
The tab windows contain the tables with the data retrieved from the database.
•
Status bar
The status bar displays useful information on the application and the connection state. It
also displays the currently selected timeframe (on the right).
Main menu
The main menu includes the following menus with their respective menu items:
File
•
•
•
•
•
Connect opens the Connect to MySQL Server dialog box, enabling the user to change/set connection
settings. (See the section on Configuring the ACD SMR Client).
Disconnect closes an established connection with the MySQL server. The menu item is active only if the
connection with the MySQL server has successfully been set up.
Change ACD Server opens the ACD server from the list dialog box, enabling the user to choose the Quadro
whose Agents/Agent Groups should be monitored. (See the section on Configuring the ACD SMR Client).
Export data‐ Exports the selected statistics data tables to CSV formatted files.
Exit closes the SMR client application.
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View
•
•
•
•
•
ACD SMR User Interface
Toolbar shows or hides the toolbar
Status Bar shows or hides the status bar.
Show Graphics allows to show/hide the graphical bars in cells.
Display Agent displays the Agents’ IDs, Agents’ Names or both in Navigation tree, status and statistics tables
based on the chosen selection: "Display Agent ID", "Display Agent name" or both.
Agent ID/Name length dfines the maximum allowed number of symbols in the Agent ID and/or Agent Name in
Current Status, Status Statistics and Call Statistics tables.
Options
•
Poll Rate opens the Poll Rate
window (Figure 26), enabling the
user to set a new value for the
Rate parameter. This parameter
specifies the rate (ms) at which the
active table data is updated from
information in the database.
Figure 26 Setting the Poll Rate
•
Timeframe opens a drop-down
list, enabling the user to choose
the timeframe for generating
statistical data. The possible
values for the timeframe are Daily,
Weekly, Monthly, and Custom.
The Custom option opens the
Customize Periods
dialog box where
the user can specify the desired start
and end date time values for the
timeframe.
Figure 27 Customize Periods Dialog Box
Help
•
•
SMR Help invokes the SMR Help System.
About SMR displays the current version of SMR and copyright details.
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Toolbar Buttons
You can use the following toolbar buttons to easily access these menu items:
FileÆConnect
FileÆDisconnect
FileÆChange ACD Server
OptionsÆPoll Rate
Navigation Window
The Navigation Window displays the list of Agents and Agent Groups that
are available on the selected Quadro. It also allows switching between two
table views. The data in tables can be viewed either by ACD Agents or by
ACD groups (Figure 28). When viewed by Agents, the navigation tree on
the left shows the Agents as main nodes and the groups they belong to as
sub-nodes. When viewed by Agent Groups, the tree displays the groups
as main nodes and the Agents they comprise as sub-nodes. To switch
between these views, click the respective button in the navigation window.
Figure 28 Selecting views
Tab Windows
All the data retrieved from the database is displayed in three tables in ACD SMR: Current Status, Status Statistics,
and Call Statistics. The tables are located on different tab pages and can be accessed by clicking the appropriate tab
page at the bottom of the form. The information on the currently active window is updated at a default poll rate of 5000
ms that can be modified from the Options menu. The detailed description of each of these tables is given below.
Current Status
The Current Status table shows the current status of Agents in a selected group. The table is organized in the
following way: table columns represent possible statuses an Agent may have and the rows represent Agents or Agent
Groups. For an Agent, a non-empty cell indicates the current status of the Agent and the time (h:mm:ss) since the
Agent is in that state. For Agent Groups, a cell indicates the number of its Agents that currently have the corresponding
status.
An Agent can have any of the following statuses.
•
Online
The Agent is logged in and is idle. It is available to accept calls.
•
Offline
The Agent is not logged in and cannot accept calls.
•
Busy
The Agent is currently on call
•
Away
The Agent is logged in but not available to accept the calls for a short time. To accept the calls
the Agent’s status needs to be changed to Online either from the phone or from Quadro GUI
•
DND
The Agent is logged in but not available to accept the calls for a specified timeframe. When that
timeframe expires, ACD automatically changes the status of that Agent to Online.
Except for the Busy status, all other statuses can be changed from the phone or Quadro GUI. The same Agent may be
included in different groups and thus, it may have different statuses in different groups.
For Agent Groups, the table also shows the number of calls that are in the group’s call queue – the Calls in the Queue
Column. Note that this parameter is not applicable to Agents.
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The ACD row at the top of the table indicates the total number of Agents in all groups that have the corresponding
status.
Figure 29 shows a screenshot of the Current Status window with the G300 Agent Group expanded. Fourteen Agents
in that group are currently online and the A110 Agent is in the Busy state.
Figure 29 Current Status Page.
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Status Statistics page
The Status Statistics page shows how long Agents have been in each of the five states for a selected timeframe
(OptionsÆTimeframe). The value is expressed both in time units and as a percentage of total time. The filled
rectangles in cells are used to visualize the percentage. The cell values in blue indicate that the value has changed
during the last database poll.
For Agent Groups, cell values indicate the average values of Agent statuses for the Agent Group.
For ACD, cell values indicate the average value of statuses for all Agent Groups
Figure 30 shows a screenshot of the Status Statistics page.
Figure 30 Status Statistics Page
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Call Statistics
The Call Statistics displays the following information (Figure 31):
Applicable to both for Agents and Agent Groups:
•
Calls Answered – the total number of calls answered by an Agent/Agent Group within the selected timeframe.
•
Duration Avg. – the average duration of calls answered within the selected timeframe.
•
Avg. Queue Wait Time – the average time calls stayed in the queue before the Agent answered the call.
Applicable to Agents groups only:
•
Calls Received – the total number of calls received by an Agent Group within the selected timeframe.
•
Rejected (Overflow) – the total number of calls received by the group after the maximum Call Queue size has
been reached.
•
Rejected (Timeout) – the total number of calls received by the group and not answered within the ringing
timeout (Group Ring Timeout).
•
Calls Abandoned – the total number of calls received by the group and closed by the user before being
answered.
•
Avg. Abandon Wait Time – the average duration of calls’ wait time in the queue filtered for abandoned calls
only.
For the ACD row, the corresponding values are totals for all the groups.
Figure 31 Call Statistics Page
The table under the splitter includes the calls related information. The details are presented below:
•
Date/Time – call start time
•
Group – ACD group of agent answered the call
•
Caller IP – caller number (PBX, SIP or PSTN)
•
Called ID – agent number answered the call
•
Called Name- Called Agent name.
•
Time in Hold – time the call stayed in queue before being answered/rejected or canceled the call
•
Time in Live call – time of call duration with current agent
•
Close Reason – call’s closed reason (Closed by Agent/Caller, Abandoned, Rejected Timeout)
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Copyright 2003-2011
Epygi Technologies, Ltd.
All rights reserved
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